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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A) Validation Rules for Article Types to verify all fields during creation
B) Approval Process thatassigns an Article to a Reviewer Queue
C) Knowledge Action to Publish an Article once the Article is approved
D) Data Category to assign an Article Type to a Reviewer

2. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

A) Process Builder Scheduled Actions
B) Time-based Workflow Rules
C) Scheduled Reports
D) Milestone Actions

3. Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A) On-Demand Email-to-case
B) Standard email to case
C) Omni channel routing
D) Web tocase forms

4. Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

A) Live Agent
B) Omni Channel
C) Case Assignment Rules
D) Process Builder Assignment

5. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A) Article Types
B) Support Processes
C) Record Types
D) Omni-Channel
E) Page Layouts

Solutions: